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Title: Communications As Applied To Customer Service
Author: John K. Dahlberg
Source: American Gas Association 1972
Year Published: 1972
Abstract: Answering customer calls is one of our biggest work loads and influences our customers image of us. Last year NI-Gas had over 1,000,000 times to influence the customer favorably. About six years ago NI-Gas customers who called for service had to wait sometimes as long as 80 seconds to reach one of our service clerks. The delays were caused by many different reasons, the most important being 1. Insufficient number of operators manning the switchboard during peak or phantom peak calling periods 2. Insufficient number of service clerks to handle the call load. We always had more important work for the clerks to do than answering the phone. For example, our service clerks handle all of the paper work associated with a customers account after his service had been turned on. This included Hi-bill complaints, order processing, correspondence, ordering parts, etc

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